CISCO 500-445 Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) 11 25Oct2024 - Practice Quiz

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Question 1 of 30

In a Cisco Contact Center Chat implementation, a company wants to optimize its chat routing strategy to ensure that customer inquiries are handled efficiently. The company has three different departments: Sales, Technical Support, and Customer Service. Each department has a different average handling time (AHT) for chat inquiries: Sales has an AHT of 5 minutes, Technical Support has an AHT of 10 minutes, and Customer Service has an AHT of 7 minutes. If the company receives an average of 120 chat inquiries per hour, how should the company allocate its agents to each department to minimize the overall handling time, assuming they have a total of 20 agents available?

Allocate 8 agents to Sales, 6 agents to Technical Support, and 6 agents to Customer Service.

Allocate 10 agents to Sales, 5 agents to Technical Support, and 5 agents to Customer Service.

Allocate 5 agents to Sales, 10 agents to Technical Support, and 5 agents to Customer Service.

Allocate 6 agents to Sales, 8 agents to Technical Support, and 6 agents to Customer Service.

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